Heavy Equipment Service Manager

Job Overview
Appalachian Equipment Solutions, a rapidly expanding SANY dealership, is looking for a skilled and driven Service Manager to join our dynamic team in Cranberry, PA. We pride ourselves on delivering exceptional service and ensuring our clients’ equipment operates at peak performance. We are looking for a dedicated and experienced Equipment Service Manager to join our dynamic team and help maintain our high standards of quality and customer satisfaction. In this role, you will represent our SANY equipment line, drive yourself and techs to produce accurate work orders, nurture existing and new customer relationships by continuously communicating with the customer, valuing their input and being detail oriented when it comes to answering their questions, and have an extreme focus on scheduling the service techs. This role requires excellent communication, organizational, and management skills, along with a passion for delivering exceptional customer service in a timely fashion.

Duties

• Oversee the daily operations of the service department, ensuring timely and efficient maintenance and repair of equipment.

· Develop and implement service schedules to meet client needs and minimize equipment downtime.

· Lead and manage a team of service technicians, providing guidance and training as deemed necessary.

· Ensure all equipment repairs meet quality and safety standards.

· Maintain inventory of parts and supplies, coordinating with vendors to ensure availability.

· Establish and maintain strong customer relationships, addressing service inquiries and resolving issues promptly.

· Monitor service metrics and prepare reports to track department performance.

· Stay up to date with industry trends, technologies, and best practices.

Customer Relationship Management

· Build and maintain strong relationships with existing customers.

· Address customer concerns and provide solutions to enhance satisfaction and loyalty.

Reporting and Administration

· Work closely with the sales managers, service, parts, and support teams to ensure seamless customer experiences.

· Participate in team meetings and contribute insights to improve overall business operations.

Requirements

• Excellent problem-solving abilities and attention to detail.
• Proven experience in equipment maintenance or equipment service management, preferably in construction equipment.
• Strong leadership and team management skills.
• Excellent problem-solving and decision-making abilities.
• Proficiency in service management software and tools.
• Outstanding organizational and time-management skills.
• Exceptional communication and customer service skills.
• Ability to work independently and as part of a team.
• Experience in managing techs in heavy construction equipment or related industries.

Skills and Abilities

• Strong interpersonal and communication skills, with the ability to build lasting relationships.
• Excellent problem-solving skills.
• Ability to manage service tech’s time effectively in a fast-paced environment.
• Basic technical understanding of heavy equipment and machinery.

Physical Requirements

• Valid driver’s license and a clean driving record.
• Capacity to lift or move moderately heavy items when necessary.
• Ability to work on a computer within a ERP system.

Additional Qualifications

• A customer-focused mindset with a passion for delivering exceptional service.
• Self-motivated, goal-oriented, and driven to succeed.
• Knowledge of SANY products or similar equipment is a plus.
• Willingness to participate in ongoing training and development.

Preferred Qualifications

• Experience in the equipment industry.
• Familiarity with various types of machinery and equipment.

Industry Knowledge

• Familiarity with the heavy equipment market and its applications in construction, mining, and related industries.
• Understanding of Tennessee’s business landscape and customer base.

Technical Expertise

• Knowledge of heavy machinery operation, specifications, and maintenance needs.
• Ability to conduct equipment demonstrations confidently, when necessary.

Customer Relationship Management

• Experience in building long-term relationships with customers and managing accounts effectively. Having a patient tone and understanding urgency and being able to efficiently communicate issues to service techs.

Personal Attributes

• Self-motivated, proactive, and results-driven.
• Excellent communication and negotiation skills.
• Strong organizational and time management abilities for yourself and service techs.

Benefits

• Salary
• Paid vacation
• Health insurance
• Matching 401(k) plan
• Dental and vision insurance